Contact Centre Advisor

The Institute of Chartered Accountants England & Wales (ICAEW), you'll be part of an organisation that's shaping the future of business, finance and the accountancy profession on a global scale. Our bold Direction 2030 strategy puts members, innovation, sustainability and trust at the heart of everything we do; creating an exciting, forward looking environment where your work has real impact. We invest in our people through our benefits package, continuous development and a supportive, inclusive culture that empowers you to grow and thrive. If you're looking for a role with purpose, influence and opportunity, ICAEW is a place where your future can truly take shape.

We're looking for a Contact Centre Advisor to join our team in Milton Keynes on a permanent basis. This role offers a salary of £27,144 with a hybrid working pattern. We are looking for someone who thrives off delivering amazing service, demonstrated ability to work to challenging targets, and can build rapport quickly through any channel (phone, chat, email).

To be responsible for chasing outstanding membership fees to help reach ICAEW's membership retention and growth target. To contribute towards maintaining our reputation for excellence by providing a first class, multi‑channel enquiry service, and accurate and 'right first time' information to all enquirers & ensure service level standards are delivered.

What you will be doing:

• Make outbound telephone calls to contact individuals in relation to outstanding membership fees (debt collection) and subscriptions, declarations, applications or supporting students into membership
• Work to challenging targets and manage enquiries to completion aiming for 5* satisfaction scores
• Locate individuals who have not paid their fees/ annual subscriptions to support ICAEW growth targets, updating contact information and maintaining accuracy to ensure success in future years
• Support students and members. Understanding their journey to qualification and the value of ICAEW products, services and benefits available to them
• Working with colleagues across ICAEW with activities to support the resolution of member enquiries
• Be a role model in resolving enquiries, building rapport and value with our members and students at every interaction across every channel.

What you will need:

• Exceptional customer service skills and experience with a love of talking to customers on the phone and the ability to build rapport in minutes.
• Excellent communicator both written and verbal, emulating ICAEWs professional image. Managing all enquiries with empathy and support
• Experienced in managing multi-channel enquiries, phone, email, online chat and social media
• Proven ability to prioritise and deliver excellence in a fast‑paced environment. Working to challenging daily and monthly targets
• Good IT skills and experience in multi‑tasking: managing and resolving the enquiry while adding summary notes and sending links and emails.

What you can expect from us

We believe doing your best work starts with feeling supported both professionally and personally. That's why we offer a range of benefits designed to give you flexibility, security, and peace of mind:

• Private Medical Insurance
• 24 days' holiday, and the option to buy or sell extra days
• Everyday savings through gym discounts, travel loans, and retail perks
• Enhanced family leave, including up to 6 months on full pay
• Ongoing wellbeing support, including access to CABA
• A paid day each year to volunteer for a cause that matters to you

It's all part of creating an environment where you can thrive, in work and beyond. For a full overview of our benefits package please see below.

We reserve the right to close this vacancy earlier than the advertised closing date if we receive enough suitable applications. We therefore encourage interested candidates to apply as soon as possible to avoid disappointment.